Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Julio Roman

Hialeah,FL

Summary

Experienced IT Support Specialist with a strong attention to detail and a diverse background in telecommunications, retail, and customer service. Skilled in troubleshooting highly technical and complex issues, I approach challenges with ease and patience. Possessing deep understanding of Tier 2 support knowledge, consistently delivering effective solutions to ensure optimal system performance.

Overview

9
9
years of professional experience

Work History

Help Desk Support

Choose 2 Rent
08.2022 - Current
  • Provide advanced technical support for various printer models, specializing in Zebra, Epson, Brother, and HP (LaserJet and Inkjet).
  • Serve as a frontline help desk agent utilizing the Gorgias ticketing system to manage, prioritize, and resolve customer support requests efficiently.
  • Diagnose and resolve hardware and software issues, ensuring optimal performance and minimizing downtime for clients.
  • Reduced IT support tickets by proactively addressing recurring issues, providing user training, and improving first-contact resolution rates.
  • Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.

Smart Home Technician

Amazon Smart Home Services
06.2019 - 07.2022
  • Home automation and network equipment configuration
  • Excellent time management (on time arrival, session duration, job step tracking)
  • Adept in facilitation and adoption in technology
  • Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
  • Trained new technicians on standard operating procedures, ensuring consistency across the team.
  • Increased customer satisfaction with prompt and knowledgeable support for various technical issues.

Technical Expert

Apple
10.2016 - 06.2019
  • Certified for troubleshooting, diagnosing, and repairing iOS devices
  • Empathize when technology is not working
  • Explain difficult technical problems in terms the customer understands
  • Support customers in a timely manner and balance priorities to achieve team goals
  • Present solutions after attentively listening to the customer's needs

Education

High School Diploma -

Hialeah Miami Lakes Senior High
Hialeah, FL
06-2016

Skills

  • Help desk support
  • macOS
  • Remote Desktop Support
  • Network development
  • IT Support
  • Windows

Languages

English
Native or Bilingual
Spanish
Professional Working

Timeline

Help Desk Support

Choose 2 Rent
08.2022 - Current

Smart Home Technician

Amazon Smart Home Services
06.2019 - 07.2022

Technical Expert

Apple
10.2016 - 06.2019

High School Diploma -

Hialeah Miami Lakes Senior High

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